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<b>Installation of components</b></td>
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<b>Initial configuration tasks</b></td>
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<a href="configure_basic_settings.htm" ><span       >Configure basic settings</span></a></td>
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<a href="configuration_agent.htm" ><span       >Agent configuration</span></a></td>
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<a href="schedule_tasks.htm" ><span       >Configure automated tasks</span></a></td>
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<b>Manage whitelist</b></td>
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<b>Initial whitelist generation</b></td>
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<a href="import_trusted_applications.htm" ><span       >Import trustworthy software</span></a></td>
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<a href="lernmode.htm" ><span       >Learn mode</span></a></td>
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<a href="check_deployment.htm" ><span       >Check deployment and learning progress</span></a></td>
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<a href="audit.htm" ><span       >Audit</span></a></td>
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<b>Add entries to whitelist</b></td>
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<a href="dragndrop.htm" ><span       >Drag'n'drop</span></a></td>
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<a href="individual_lernmode.htm" ><span       >Individual lernmode</span></a></td>
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<a href="import_from_directory.htm" ><span       >Import from directory</span></a></td>
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<a href="log_alarms.htm" ><span       >Log alarms</span></a></td>
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<b>Cleanup whitelist</b></td>
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<a href="delete_from_pattern.htm" ><span       >Delete entries using a pattern</span></a></td>
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<a href="ruleset.htm" ><span       >Clean up classifications</span></a></td>
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<b>Actions</b></td>
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<a href="valid_for.htm" ><span       >Referring rules to objects</span></a></td>
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<b>Offline mode</b></td>
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<b>Devices</b></td>
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<a href="usb_device_management.htm" ><span       >USB device management</span></a></td>
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<a href="usb_device_encryption.htm" ><span       >USB device encryption</span></a></td>
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<b>RCM</b></td>
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<a href="setup_rcm.htm" ><span       >Agent deployment (RemoteClientManagement)</span></a></td>
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<b>ArpWatch</b></td>
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<b>Logs</b></td>
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<h1>FAQ</h1>

<ul>
<li><a href="#help">I have a problem with SecuLution. How do I get
help?</a>
</li>

<li><a href="#admin">Trouble installing the Agent<br></a>
</li>

<li><a href="#somethingwasdenied">Message "Something was denied on
the server. Server not in learn mode?" when installing the
Agent.</a>
</li>

<li><a href="#dll">Should I turn on DLL checking?</a>
</li>

<li><a href="#unpacking">Importing new software: Which packers are
supported?</a>
</li>

<li><a href="#ll4">A program is denied but that incident is not
shown in the logs.</a>
</li>

<li><a href="#rcm">Popup "Enter UNC path" appears when starting the
AdminWizard.<br></a>
</li>

<li><a href="#debugaw">I have a problem with the AdminWizard. How
do I create debug logs?</a>
</li>

<li><a href="#debugagent">I have a problem with the SecuLution
Agent. How do I create debug logs?</a>
</li>

<li><a href="#regsettings">Where in the Registry can I find the
AdminWizards settings?</a>
</li>
</ul>

<hr>

<h4><a id="help" name="help"></a>I have a problem with SecuLution.
How do I get help?</h4>
Your service partner will gladly provide support.<br>
To examine the case you should supply the following
information:<br>
<br>
Exact description of the problem<br>

<ul>
<li>What happened?</li>

<li>What did you expect to happen instead?</li>

<li>Please also provide time, date, username, hostname, hash and
the name of the program with which you had issues so that we can
find the incident in the logfiles.</li>

<li>Screenshots<br></li>
</ul>

<p>Send the following files by email</p>

<ul>
<li>Logfiles (Syslog) of the day and the day before the issue
happened</li>

<li>latest ruleset backup, additionally a backup of the ruleset
that was created one week ago (if applicable)</li>

<li>scripts (nightly.bat) that run per task scheduler</li>

<li><a href="#debugaw">AdminWizard log files</a> (if
applicable)</li>
</ul>

<p><br>
</p>

<hr>

<h4><a id="admin" name="admin"></a>Trouble installing the
agent</h4>

<p>It is mandatory to install the Agent by right-clicking on
autosetup.exe -&gt; "Run as administrator", even if the UAC is off
or the user has administrative rights. A simple double click leads
to incorrect installation, shown by error messages. Prior to
re-installation of the Agent it is mandatory to first remove the
faulty installation by right clicking on autouninstaller.exe -&gt;
"Run as administrator". Only after the next reboot the Agent can be
installed by right-clicking on the autosetup.exe -&gt; "Run as
administrator".</p>

<hr>

<h4><a id="somethingwasdenied" name=
"somethingwasdenied"></a>Message "Something was denied on the
server. Server not in learn mode?" when installing the Agent.</h4>

<p>Installing the Agent fails with the following message:</p>

<p><span style="font-style: italic;">&nbsp;&nbsp;&nbsp; Install
failed : something which denied ( server not in learn mode?
)</span><br>
<br>
During the installation of the Agent, the setup program checks if
all the software that's currently running on the computer you're
about to install the Agent on (all hashes) are listed in the
whitelist (will be allowed by the Appliance). If any of those
hashes are not allowed, the setup routine terminates intentionally,
because it can not be assured that the computer will work properly
after rebooting, if the program or device in question will be
blocked.<br>
<br>
The solution is simple: Look at the logs and find out which program
or device was denied during setup.<br>
<br>
If you want to turn off this action, you can insert the following
line in the setup.ini of the Agent:<br>
[ SecuSurf ]<br>
DontAbortSetupOnDeny = 1<br>
<br>
This can be useful when performing updates while you have
configured certain programs explicitly to be denied. However we
don't recommend this setting.</p>

<hr>

<h4><a id="dll" name="dll"></a>Should I turn on DLL checking?</h4>

<p>SecuLution can also check DLLs and other libraries (e.g.
drivers). This allows considerable depth of control. The
administrator can choose whether he wants to have more control ( =
DLL checking on) or the ease of administration ( = DLL checking
off) . It should be noted that when checking DLLs is on, the number
of rules is increased 8 to 15 times, which can likely have an
effect in the amount of administration work. The gain in safety on
the other hand is rather small compared to the operation of
SecuLution with DLL checking turned off. The reason is that
SecuLution already provides a security level which is incomparably
high with DLL checking turned off. Turning DLL checking on will
increase your security level from maybe 99.995 % to 99.9995 %
(assuming that 100 % security can never be reached).</p>

<p>However, turning on DLL checking is recommended in high security
areas or on particularly exposed computers.</p>

<p>With DLL checking off, SecuLution will check any and all
processes (.EXE, .COM, .PIF, screensavers, etc), basically all you
can see when you open your task manager.</p>

<p>With DLL checking turned on, drivers and any other dynamic code
will be checked additionally.<br>
<br>
Regarding the network load, it should be noted that DLL checking
produces approximately 8 to 15 times the amount of data and traffic
to the Appliance.</p>

<hr>

<h4><a id="unpacking" name="unpacking"></a>Importing new software:
Which packers are supported?</h4>

<p>The AdminWizard can unpack various file formats (e.g. .zip,
.rar, .msi, .cab, and many more formats like self extracting
installers .exe), however, some file formats are protected against
unpacking, so this function will probably not be able to add 100%
of the software.<br>
However, adding the files in learn mode works perfectly.</p>

<hr>

<h4><a id="ll4" name="unpacking"></a>A program is denied but that
incident is not shown in the logs.</h4>

<p>This happens if the LogLevel is set to "4" (instead of "3", see
<a href=
"configure_basic_settings.htm#setloglevel">recommendation</a>) and
the denied program is known to the whitelist but only allowed for
other users, groups or computers. If a user to whom that particular
program is not allowed tries to start it, the program will be
denied and the event logged with&nbsp; <a href=
"logs.htm">LogLevel</a> "3". If the servers log setting is set to
only log LL4 and higher, that event will not be listed in the
logs.</p>

<p>Simple solution:</p>

<ul>
<li><a href="configure_basic_settings.htm#setloglevel">Set LogLevel
to "3"</a>
</li>

<li>Reproduce issue</li>

<li>Reload Logs</li>

<li>Right click on alarm of denied program in logs</li>

<li>Click on "show program in treeview"</li>

<li>Change "<a href="valid_for.htm">Valid for</a>" to a value that
includes the user or computer</li>

<li>Press OK</li>

<li>Activate changes (Menu File/Activate)</li>
</ul>
<br>

<hr>

<h4><a id="RCM" name="RCM"></a>Popup "Enter UNC path" appears when
starting the AdminWizard.</h4>

<p><img src="i/000903.png">
</p>

<p>The AdminWizard needs to know the folder/path from which you
deploy the Agents (e.g. to determine the version number of the
Agent you are using). This UNC path is a share on one of your
servers, where you placed the installation files for deployment of
the Agent. This message appears when not all files which are
required to install and uninstall the agent are present in the UNC
path. The following file structure must be present:</p>
<img src="i/000900.png"><br>
In folder "Install":<br>
<img alt="" src="i/000901.png"><br>
In folder "Uninstall":<br>
<img alt="" src="i/000902.png"><br>

<p>You'll find the latest versions of RCM files in the subfolder
"RCM" of your AdminWizard installation ("C:\Program Files
(x86)\SecuLution\SecuSurf-Admin-Wizard\RCM") should you need them
for updating.<br>
<br>
When the AdminWizard detects updates of the Agent installer or
uninstaller, you should unpack the downloaded .zip files and
overwrite the existing files "autosetup.exe" or
"autouninstaller.exe" in the folders mentioned above.</p>

<hr>
<br>

<h4><a id="debugaw" name="debugaw"></a>I have a problem with the
AdminWizard. How do I create debug logs?</h4>

<p>Just like any other software, SecuLution may not be free of
bugs. For debugging we need logs. To create them, follow these
steps:</p>

<ul>
<li>Open cmd.exe</li>

<li>In cmd.exe, type<br>
<span style="font-family: monospace;">cd "\Program Files
(x86)\SecuLution\SecuSurf-Admin-Wizard"</span></li>

<li>In cmd.exe, type<br>
<span style="font-family: monospace;">SecuSurfAdminWizard.exe
-turndebugmodeon</span></li>
</ul>

<p><img src="i/000906.png">
</p>

<ul>
<li>Start the AdminWizard. You'll see a popup. Copy the content
into the clipboard by pressing CTRL-C.</li>
</ul>
<img src="i/000907.png"><br>
<br>

<ul>
<li>Start an editor (notepad.exe) and paste the content of your
clipboard into a new textfile.<br></li>

<li>Reproduce the issue in the AdminWizard.<br></li>

<li>Immediately after you have reproduces the issue, copy the
logfile to a new location. You'll find the path in notepad.</li>

<li>Close the AdminWizard.</li>

<li>Turn debugging off by typing in cmd.exe:<br>
<span style="font-family: monospace;">SecuSurfAdminWizard.exe
-turndebugmodeoff</span><br></li>
</ul>
<img alt="" src="i/000908.png"><br>
<br>

<ul>
<li>Zip the logfile and send it to info [at] seculution.com with a
brief description of your problem and screenshots.</li>
</ul>

<hr>
<br>

<h4><a id="debugagent" name="debugaw"></a>I have a problem with the
SecuLution Agent. How do I create debug logs?</h4>

<p>To debug a problem with the SecuLution Agent we need log files
that have been created with a debug version of the Agent while the
problem has been reproduced. To create these log files:</p>

<ul>
<li>Uninstall the current Agent</li>

<li>Turn on <a target="_blank" href=
"minidump.htm">Minidumps&nbsp;</a></li>

<li>Install the latest debug version of the SecuLution Agent
(contact support to get it)</li>

<li>Reproduce the problem</li>

<li>Reboot into safe mode</li>

<li>Zip the directory C:\SSLOGS</li>

<li>Uninstall the Agent using the normal Agent uninstaller</li>

<li>Send SSLOGS.zip to your support contact</li>
</ul>

<p><br>
</p>

<hr>

<h4><a id="regsettings" name="help"></a>Where in the Registry can I
find the AdminWizards settings?</h4>
On 32 Bit Windows systems settings can be found under<br>

<dl>
<dd><span style=
"font-family: monospace;">H_KEY_LOCAL_MACHINE\SOFTWARE\SecuLution\SecuSurf\Admin-Wizard</span>
</dd>
</dl>
<br>
On 64 Bit Windows systems settings can be found under
<dl>
<dd><span style=
"font-family: monospace;">HKEY_USERS\S-1-5-21-1050957569-136395086-4194942220-1106_Classes\VirtualStore\MACHINE\SOFTWARE\Wow6432Node\SecuLution\SecuSurf\Admin-Wizard</span>
</dd>
</dl>
The SID of the above example may vary.<br>
<br>
<br>
User settings can be found under<br>

<dl>
<dd><span style=
"font-family: monospace;">HKEY_CURRENT_USER\Software\SecuLution\SecuSurf\Admin-Wizard</span>
</dd>
</dl>
  </TD>
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